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Transfer Agency Manager Client Services

About this job

Job Description

Transfer Agency Manager Service Delivery:

Team Description

The Service Delivery team are responsible for handling queries and managing the day to day relationships with Management Company representatives. This will cover any aspect of the Transfer Agency business process and procedures and will involve a high level of communication with the management companies and our operational areas, to ensure that responses are provided in a timely manner, working to some tight deadlines. Where deadlines are not achievable we will need to meet Management Company’s and the key Institutional client’s expectations.

Job Purpose:

To develop and maintain day to day proactive and professional service delivery.

To ensure maximum satisfaction from the services provided by BNY Mellon Transfer Agency.

To maintain awareness of operational issues, ensuring effective and professional communication between relevant parties to achieve resolution.

Principal Responsibilities:

To actively manage and develop the day to day relationships, maintaining regular contact with the Client, acting as liaison with clients and operational areas, this will include but not be restricted to:

Liaise with clients, investors, trustees, auditors, third parties and other departments on operational and administrative issues to ensure client expectations are met and any queries/concerns/issues are identified, tracked and resolved.

Coordinate resolution of issues acting as the central point of contact for problem definitions, actions required, timelines, resource and delivery.

The accurate and timely preparation of the client monthly and ad-hoc invoices and their payment.

Analyse key trend indicators and identifying steps available to the Company or the Client that would bring about improvements in efficiencies and quality levels

Manage production and dissemination of Key Performance Indicators (KPI) and ensure client engagement in the monthly review meetings.

Support Manager of Service Delivery as directed.

Manage day to day relationship with the Client.

Manage the collation of all escalation & query logging, providing regular analysis on volumes and trends

Manage communication of events and issues to client oversight/compliance team in accordance with documented escalation matrix and associated follow up/tracking

Deliver monthly KPI reporting & commentary to agreed turnaround

Oversee all regular and bespoke reporting in accordance with SLA

Support the Manager of Service Delivery / Senior Service Delivery Manager’s with all required business changes and development as defined by the Client and ensure that essential costings for such changes are both accurate and timely

Provide local representation to the Client presenting a professional approach at all times and ensuring that risks to both Bank and the Client are minimised.

Contribute to the provision of benchmarking data in order to project confidence in the service provided

Well organised and focused in order to meet tight deadlines and client expectations

Effective team worker

Demonstrates flexibility

Demonstrates a strong client service ethic

Highly developed interpersonal and communications skills

Ability to operate across functional and divisional boundaries, including at senior level

How to Apply:For further information on this fantastic permanent job opportunity please apply with a copy of your up to date CV to Tom Guilfoyle of Lincoln Recruitment Specialists at or by calling (01) 661 0444.